CC Workforce Analyst

The CC Workforce Analyst plays a key specialist role in ensuring optimal staffing and resource allocation within the Contact Center Member Service, Video Teller and CC Lending teams. This position impacts internal stakeholders by analyzing call volume trends, forecasting staffing needs, and actively managing real-time scheduling adjustments to deliver exceptional service to members. The CC Workforce Analyst collaborates closely with leadership to support an efficient, positive, and high-per-contact center environment, ensuring members receive timely, accurate, and friendly service.

Expected Outcomes

• Accurate forecasting of call volumes and staffing requirements ensures sufficient coverage to meet member service level expectations.
• Effective real-time monitoring and scheduling adjustments result in minimal wait times and high member satisfaction scores.
• Timely communication and collaboration with leadership and frontline staff lead to seamless execution of staffing plans and quick response to unplanned changes.
• Comprehensive analysis and reporting of workforce data provide actionable insights for ongoing service improvement and operational efficiency.
• Development and implementation of workforce strategies support cost-effective operations and high employee engagement.
• Effective department and cross functional teamwork yield operational improvements.
• Workforce management enhancements developed due to regular procedural inspection

Capability Requirements

• Associate Degree or equivalent
• Minimum 1-year experience in workforce management
• Minimum 3-year of experience within a contact center or similar operations
• Minimum 2-year scheduling or contact center analytics or similar operations
• Strong problem-solving skills and attention to detail
• Proficiency with workforce management software and data analysis tools
• Strong analytical skills with the ability to interpret complex data and translate findings into actionable workforce recommendations.
• Excellent communication and interpersonal abilities for effective collaboration with all levels of staff and management.
• Demonstrated ability to work independently, manage multiple priorities, and adapt to changing needs in a fast-paced environment.
• Familiarity with contact center KPIs and performance metrics.

The above information on this description has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Additional Details:

Physical Demands of Position: While performing the duties of this position, the employee is required to sit, stand and walk, use hands and fingers. The employee occasionally must reach above and below shoulder level, and lift/push/pull and /or carry up to 10 pounds.

Environmental/Working Conditions: Works in a typical administrative setting with climate control and appropriate lighting. Travel to branches requires exposure to outdoor and traffic conditions.

Equipment Used: Variety of office equipment (telephone, printer, pc, mobile devices, etc.).

EEO Statement: At Summit Credit Union, we are committed to providing Equal Employment Opportunity regardless of race, color, religion, sex, age, national origin, disability, military and veteran status, sexual orientation, gender identity, marital status or any other characteristic protected by local, state, or federal law. We embrace diversity and believe that inclusion is critical to our success as a credit union. Different makes us better. Employment decisions are made based on qualifications, merit, and business need.